Practice Manager

Job Summary: 

The Practice Manager is responsible for the management and strategic growth of the Practice Program for the assigned areas of responsibility. The role will encompass customer service training for the staff across all communication platforms to ensure cohesive brand vision and execution to the highest standards of excellence and care.

This position is responsible for the complete oversight of the Practice, including the following functions: 

• day-to-day center operations
• staff management
• financial management
• quality/performance improvement
• community education 

The Practice Development Manager is also responsible for maintaining collaborative and consultative client relationships within and outside the organization and for creating effective working relationships between the company and any business relationships. 

All Company employees must perform their job responsibilities according to all Company policies as well as to accrediting organizations, federal and state regulation, and to the Centers for Medicare and Medicaid Services (CMS) guidelines, as applicable.

Essential Functions/Responsibilities: 

Manages the Practice’s Operations:

• Oversees the day-to-day management of the clinic and other continuum programs, as applicable.
• Continuously assesses current clinic flows, processes, and procedures identify areas of improvement, and develop and implements best practices and appropriate changes to improve outcomes, using the company’s resources.
• Works with Practice personnel to ensure availability of adequate resources, supplies, equipment, and services.
• Facilitates the flow of information and maximizes effective communication throughout the program.
• Prioritizes responsibilities and directs the work of the Practice’s clinical staff and non-clinical staff.
• Manages direct reports, this includes interviewing, hiring, motivating, coaching, counseling, establishing performance expectations, and conducting performance reviews.

Performs Financial Management:

• Manages and coordinates all aspects of the revenue cycle for the Practice, working with affiliated billing companies. 
• Manages all purchasing and sales of products and other inventory
• Stays current with reimbursement changes, providing physician and staff updates and education as needed.
• Reviews key financial reports identifies key indicator trends and develops plans to implement best practices to ensure fiscal responsibility.
• Tracks and reports all ancillary revenues generated by the Practice. 
• Manages costs through appropriate utilization and management of labor and supply.

Manages Community Education/Marketing functions:

• Works directly with the marketing departments to ensure that the Practice program has established strategic marketing plans and works with the same group to plan, coordinate, and execute activities directed toward increasing patient referrals to the Practice. 
• Works collaboratively, as part of a multi-functional team, to best determine key target referral sources, and develops a systematic approach to build those customer relationships and increase Practice referrals.
• Maintains, monitors, and updates the list of Physician Practice(s) within a given radius of the Practice on an ongoing basis.
• Visits Physician Practices and interacts with key physicians to provide awareness of the Practice, using educational marketing materials. Also documents all physician office interactions, as well as the visits with the Physician Practices in the Customer Relationship Management (CRM) system.

Manages Quality/Performance Improvement functions:

• Implements and manages a continuous Performance Improvement Program (PIP) and strives to meet Practice quality indicators.
• Participates in committees as appropriate and ensures timely and accurate documentation in the patient record and outcomes database.
• Monitors patient, referring physician, and customer satisfaction.
• Ensures that Patient Safety Guidelines are followed, that the employees complete annual compliance requirements, and creates an environment that promotes the escalation of compliance concerns as appropriate.

Manages Relationships:

• Maintains excellent relationships with referring physicians, patients, and all referring relationships and continuously seeks to understand needs, confirm goal alignment, and demonstrate value proposition. 
• Identifies the Practice’s strategic goals and objectives and manages the program to achieve those goals, while remaining compliant with all Practice operations standards. 
• Builds and develops effective working relationships with referring clinical and support staff. Encourages all program staff to provide excellent customer service to members of other departments.
• Meets regularly with leadership including consultants and outside vendors who are involved with management.
• Performs other duties as required.

Required Education, Experience, and Credentials:

• Bachelor’s degree in Business Administration, Healthcare Administration, Nursing, or related field preferred and Five (5) or more years of marketing/community education in the healthcare industry or clinical operations experience, with increasing levels of responsibility
• OR Associate’s degree in Business Administration, Healthcare Administration, Nursing or related field preferred and seven (7) or more years of marketing/community education in the healthcare industry or clinical operations experience, with increasing levels of responsibility to include management
• Management experience in dermatology or plastic surgery 

Required Knowledge, Skills, and Abilities:

• Happy and confident disposition with a business growth mindset
• Demonstrates knowledge of regulatory/accrediting requirements for healthcare organizations
• Proficient in Google Suites (drive, calendar, sheets, docs, slides, keep, etc.)
• Strong interpersonal, verbal, and written communication skills, including group presentation skills
• Strong analytical and quantitative skills
• Strong sophisticated/high-end customer service and follow-up skills
• Strong organization, time management skills, and ability to multi-task in a fast-paced environment
• Leadership and teaching skills
• Strong relationship building and influential skills
• Strong team building and motivational skills
• Ability to work with the Practice and hospital management
• Budget and strategic planning skills
• An innate sense of resourcefulness and self-directed

The Practice Manager is ultimately accountable for achieving program metrics, demonstrating the value proposition to the customer, and contract retention.